Bilingual Warranty Claims Specialist

Accountabilities:

• Respond to inbound dealer and stakeholder calls while supporting call centre service objectives, including maintaining an 80% service level within 60 seconds.
• Provide timely and accurate support to dealers and internal affiliates regarding warranty coverage, claim submission requirements, reimbursement, and payment inquiries.
• Process warranty claims submitted by the dealer network and ensure documentation and information are complete and accurate.
• Review warranty claims against established policies and procedures and approve, authorize, or otherwise process claims as appropriate.
• Complete recurring warranty administration activities that support accurate records, system updates, dealer follow-up, and overall operational efficiency.
• Process odometer correction requests and warranty registration date corrections.
• Complete warranty-related updates within the Customer Information Control System (CICS).
• Complete required training through applicable learning platforms and maintain knowledge of warranty policies and procedures.
• Coordinate parts return requests and tracking activities.
• Process warranty claim debits and related adjustments accurately and in a timely manner.
• Maintain effective communication and working relationships with internal teams, dealers, suppliers, partners, consultants, and other stakeholders.
• Participate in team initiatives, share results, and contribute to a collaborative working environment.
• Perform other warranty-related duties and operational tasks as assigned.

Requirements:

• College or other post-secondary education, preferably in a related field.
• Full professional proficiency in French and English, both written and spoken.
• At least 1 year of experience in a call centre environment or a related field.
• Customer service experience is an asset.
• Strong communication and interpersonal skills, with the ability to provide clear and professional support by phone, email, and web-based channels.
• Excellent attention to detail and ability to review information carefully for accuracy, completeness, and compliance.
• Strong organization and time-management skills, with the ability to manage recurring administrative tasks while meeting service-level expectations.
• Ability to build and maintain positive working relationships with colleagues and a broad range of internal and external stakeholders.
• Collaborative mindset and willingness to contribute to team objectives and share results.
• Ability to learn and apply detailed policies, procedures, systems, and warranty requirements.
• Comfortable working independently in a fully remote environment while remaining responsive and engaged with the broader team.
• Ability to work from home five days per week, with occasional attendance at the assigned office location using a hoteling workspace.

Benefits:

• Annual salary range of CAD $64,003–$76,004, depending on education, experience, knowledge, skills, and other job-related factors.
• Fully remote, work-from-home position.
• Five-day-per-week remote working arrangement with occasional access to an assigned office workspace when required.
• Opportunity to develop expertise in warranty claims, dealer support, customer service, and automotive operations.
• Exposure to a broad network of dealers, internal teams, suppliers, partners, consultants, and other stakeholders.
• Structured call centre environment with defined service-level objectives.
• Opportunities to complete relevant training and develop knowledge through internal learning programs.
• Collaborative, team-oriented work environment.
• Opportunity to contribute to operational accuracy, efficient claims processing, and high-quality dealer support.